COURSE DESCRIPTION:The ITpreneurs case study driven ITIL Practitioner
Course offers practical guidance for professionals on how to adopt and
adapt ITIL for their organization. This Course is the next logical
step for individuals who have earned the ITIL Foundation Certificate
and are familiar with the ‘what’ and ‘why’ of ITIL. ITIL
Practitioner will focus on the ‘how’.
This immersive case study driven Course is developed by practitioners
for practitioners! During the 3-day Course, individuals, teams, and
organizations will learn to address the challenges faced by them due
to IT Service Management (ITSM) improvement initiatives.
The Course is packed with interactive assignments, tools, checklists,
and guidance on how to make the improvement changes happen. You will
learn to describe, explain, and distinguish among the various elements
of being an ITIL Practitioner. Moreover, it helps you in Practice
solving, calculating, and applying the knowledge and techniques to a
realistic scenario. The Course also includes a toolkit and continuous
Learning track to give you an ongoing support throughout your
improvement journey.
COURSE TOPICS:
MODULE1: COURSE INTRODUCTION
● Course Learning Objectives
● Course Agenda
● ModuleLearning Objectives
● Topics Covered in This Module
● Scenario-based Learning
● Course Structure
● Certification
● The ITIL CSI Approach
● Guiding Principles
● Get to Know Each Other
MODULE2: THE JOURNEY
● Intent and Context
● References
● Relevant Glossary Terms
● ModuleLearning Objectives
● A Message from the CEO
● Current Challenges
● The CSI Approach: What is the vision? Where are we now?
● What is the vision?
● Where are we now?
● The Assignment
● Sources and Inputs
● Decision Time!
● Debrief
MODULE3: ORGANIZATIONAL CHANGE MANAGEMENT (OCM)
● Intent and Context
● References
● Relevant Glossary Terms
● ModuleLearning Objectives
● Topics Covered in This Module
● Purpose and Approaches
● Essentials for Successful Improvement
● Implementing a Successful Change
● Continual Improvement of OCM
MODULE4: THE DESIRE
● Intent and Context
● References
● Relevant Glossary Terms
● ModuleLearning Objectives
● The CSI Approach: Where do we want to be?
● Where do we want to be?
● Vision to Measurement Trail
● Our Goals and Value
● Never Lose the Big Picture!
● Company Requirements
● The Assignment
● Sources and Inputs
● Presenting the Power of the Story
● Debrief
MODULE5: COMMUNICATIONS
● Intent and Context
● References
● Relevant Glossary Terms
● ModuleLearning Objectives
● Topics Covered in This Module
● Good Communication
● Communication Principles
● Communication Techniques
● Types of Communication
MODULE6: THE ROADMAP
● Intent and Context
● References
● Relevant Glossary Terms
● ModuleLearning Objectives
● The CSI Approach: How do we get there?
● How do we get there?
● Refresher: Five Major Aspects of Service Design
● Refresher: Balanced Scorecard
● Mixing Frameworks and Methods
● A Message from Lynda, Head of PR
● The Assignment
● Sources and Inputs
● Getting into Character: You are EJ Airways!
● A Message from the CEO
● Meeting Time
● Debrief
MODULE7: METRICS AND MEASUREMENTS
● Intent and Context
● References
● Relevant Glossary Terms
● ModuleLearning Objectives
● Topics Covered in This Module
● Metrics and Measurements in CSI
● Cascades and Hierarchies
● Metrics Categories
● Assesments
● Reporting
MODULE8: CHECK, CONTROL, AND REDIRECT
● Intent and Context
● References
● Relevant Glossary Terms
● ModuleLearning Objectives
● The CSI Approach: Did we get there?
● Did we get there?
● Refresher: DIKW Model
● Benefits Realization
● Progress Iteratively
● The Assignment
● Sources and Inputs
● Analysis Time
● Stop Your Work
● Discussion Time
● Debrief
MODULE9: STAY TUNED
● Intent and Context
● References
● Relevant Glossary Terms
● ModuleLearning Objectives
● The CSI Approach: How do we keep the momentum going?
● How do we keep the momentum going?
● Resistance Management Plan
● Reinforcement with Balanced Diversity
● The Assignment
● Sources and Inputs
● CEO’s State of Mind
● Debate Time
● Debrief
MODULE10: GUIDING PRINCIPLES
● Intent and Context
● References
● Relevant Glossary Terms
● ModuleLearning Objectives
● Topics Covered in This Module
● The Guiding Principles
● Applying the Guiding Principles
MODULE11: EXAM PREPARATION GUIDE
LEARNING GOALS:
● Understand the ITSM concepts that are important drivers of
Continual Service Improvement (CSI)
● Able to apply the ITSM guidance Principles in a real-world
context
● Able to apply the CSI approach to manage improvements in a
given organizational context
● Connect and align ITIL with other frameworks, good
Practices, and methodologies, such as Lean, DevOps, Agile, and SIAM
● Able to use metrics and measurements to enable continual
improvement
● Understand how to communicate effectively to enable CSI
● Able to apply organizational change Management to support
continual improvement
COURSE AGENDA:
DAY 1
● Course Introduction
● The Journey
● Organizational Change Management (OCM) (Lecture)
● The Desire
● Communications (Lecture)
DAY 2
● The Roadmap
● Metrics and Measurements (Lecture)
● Check, Control, and Redirect
DAY 3
● Stay Tuned
● Guiding Principles (Lecture)
● Exam Preparation Guide
WHO CAN ATTEND?
This Course is of interest for ITSM professionals. Whether working in
customer service or involved in running projects, everyone should be
able to identify, initiate, and successfully complete service
improvement initiatives either small or large:
● IT Management
● IT Support Staff
● IT Consultants
● Business Managers
● Business Process Owners
● IT Developers
● Service Providers
● System Integrators
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06/06/2020 Last update